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supportrequestpagescottyproworkflowsandforms:support_request
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| supportrequestpagescottyproworkflowsandforms:support_request [2022/11/28 12:35] – [Workflows, Forms and Templates] 10.91.129.7 | supportrequestpagescottyproworkflowsandforms:support_request [2023/01/28 22:27] (current) – 10.91.110.100 | ||
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| - | * * * * * * * * * * * * * * * ****Work in progress | + | ====== Workflows, Forms and Templates ====== |
| + | -------- | ||
| - | ====== Workflows, Forms and Templates ====== | + | **__Workflows__** |
| - | ---- | ||
| [[https:// | [[https:// | ||
| |Workflow Breakdown]] | |Workflow Breakdown]] | ||
| - | ---- | ||
| - | **__Workflows__** | + | __**Rules to Note**__ |
| + | * **Auto Assigned** | ||
| + | |||
| + | If you Resolve or Cancel a Ticket in ScottyPro it automatically assigns you the ticket. If you are making the decision to Resolve or Cancel you would be the best person to contact when a ticket needs to be reviewed for any reason. | ||
| - | __**Rules**__ | + | * **Assign moving out of Open** |
| - | **Auto Assigned** | + | When you move a ticket out of the Open status and you are not already assigned, You will be automatically assigned the ticket. |
| - | If you Resolve or Cancel a Ticket in ScottyPro it automatically assigns you the ticket.If you are making the decision | + | * **Return |
| + | If you leave an estimate as 0 the ticket will be returned to Triage. | ||
| + | |||
| + | * **Billable Only** | ||
| + | |||
| + | If you move a ticket marked as Nonbillable into Pending Approval it will be moved back to Triage. | ||
| + | |||
| + | -------- | ||
| __**Emails**__ | __**Emails**__ | ||
| - | [[https:// | ||
| - | Below are the email templates and the contacts they are set to send to per customer | + | |**Template Name** |**State Or On Form Save Used On**| |
| + | |Support Ticket Move|Open, | ||
| + | |Support Ticket Approval|Pending Approval| | ||
| + | |Support Request Email|Triage| | ||
| + | |Support Ticket Customer Update|Customer Update| | ||
| + | |Support Ticket Update|Operations Update| | ||
| - | **Forms** | + | [[https:// |
| + | -------- | ||
| + | __**Forms**__ | ||
| + | Forms related to the Support Request Application | ||
| + | |||
| + | * Operations Update | ||
| + | * Customer Update | ||
| + | * Support Request Details | ||
| + | * Resolution Form | ||
| + | * | ||
| + | __**Ticket Details**__ | ||
| + | |||
| + | This tab on the Support Request Application links to the ticket info table and certain fields on the Support Request Details Form. | ||
| + | |||
| + | |||
| + | * Summary | ||
| + | * Estimate | ||
| + | * Status | ||
| + | * Create Date | ||
| + | * Latest Update | ||
| + | |||
| + | * Requestor email | ||
| + | * Notes | ||
| + | * Billable Status | ||
| + | * Description | ||
| + | * Point of Contact | ||
| + | * Email CC | ||
| + | |||
| + | It is important that the Latest Update is kept updated within a reasonable frequency. The Notes field should only contain info relevant to the investigation or request. | ||
| + | |||
| + | |||
| + | See also [[support: | ||
| + | [[https:// | ||
supportrequestpagescottyproworkflowsandforms/support_request.1669638927.txt.gz · Last modified: 2022/11/28 12:35 by 10.91.129.7
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